We identify best practices in chatbot building to make the bot great

Data Cleaning

Preparing what to teach the chatbot

You might already have a list of frequently asked questions or requested actions. That is great — even better if you have the chat log!

Data cleaning includes removing unused data and structuring the usable data, before we can continue with bot training. It allows us to identify the intents, along with its specific attributes and contexts — after which, we are ready to train the chatbot!

Step #2

Content Ingestion

Teaching the chatbot what it needs to know

We already have a set of intents that the chatbot needs to recognize, as well as the response to the intents — now it’s time to train the bot. Chatbot training can be done via our Intent Management Dashboard, whereby you can train the bot yourself.

If you wish to put the chatbot on a custom platform, or integrate the chatbot to your system — including CRM, HRM, or SAP — you can leave that to our engineers.

Setup: bot & server

Setting up a place for the chatbot

Typically, we host our chatbot on the cloud — it could be on your cloud account or ours. By doing so, we can expedite the training process of the chatbot significantly, so we can quickly get the chatbot up and running.

We do understand that some sectors might require the bot to be built on premise, for security reasons mainly — we’ve been doing a number of on-premise projects so far.

Step #4

Testing: internal & client side

Making sure that the chatbot is working well

Before we deploy the chatbot, we run an internal bot testing and we let the respective client team test the bot.

We have a quality assurance team, who’s in charge of testing the chatbot. While talking to the chatbot for testing purposes, we are improving the accuracy of the bot by passing it more conversational data and sample user utterances.

The chatbot is now good to go — check out what we’ve been building so far

Personal shoppers for all your customers, no matter their needs — give them a shopping experience to remember

Your shop assistants can’t do it all at once. Let a chatbot clear the most menial and repetitive of queries – be it checking stock or remembering preferences – so they can move on to establishing rapport with your customers.

Free up mindspace to make better business decisions. Chatbots can manage your inventories, push promotions and collect customer data on your behalf — all so you can be out there doing what you need to.

Get your new hires up-to-speed quickly, with consistent provision of useful and engaging materials with constant supervision

There are so many things that your new hires need to catch up with. Our chatbot provides excellent guidance to a new environment along with engaging materials, tests of comprehension, progress tracking and reminding the users.

On your side, get a sense of how effective the current onboarding and training program is, based on progress data that the chatbot collects and iterate accordingly.

A whole new level of banking — no more complicated apps, nor the hassle of calling call centres — everything is now on chat

Not a fan of waiting for the phone operator to tell which number to press to be redirected to relevant staffs? With its natural language understanding, your banking customers can speak as they do to the bank staff — minus calling customer service.

For the bank, it’s not just automating the consumer-facing conversation. The chatbot can perform actions such as reserving a stock with certain conditions or filing lost credit card reports.

Admit it, most customers would rather contact you and ask their questions directly than to even try finding it in your FAQs

It is indeed more convenient for a customer to engage in a conversation to retrieve the answers they need — less effort is used. Use a chatbot to handle these repetitive customer conversations, and give them immediate responses at anytime.

With its capability of natural language understanding, customer service experience will not be compromised by much. And, you are cutting the cost of customer service.

Please dear colleagues, ask admin questions through a chatbot, and stop bothering HR peeps with the same questions: how many days of leave are left for me, what’s the Wi-fi password, etc. Ask the bot, and you’ll get an answer within seconds.

It happened earlier that a chatbot and artificial intelligence managed to identify flaws in the existing leave policies and the general sentiment of the employees towards the company.